Customer Support Specialist - AI Trainer

About The Job

Mercor connects elite creative and technical talent with leading AI research labs. Headquartered in San Francisco, our investors include Benchmark , General Catalyst , Peter Thiel , Adam D'Angelo , Larry Summers , and Jack Dorsey .

Position

Customer Support Expert

Type

Contract

Compensation

$40--$55/hour

Location

Remote

Role Responsibilities

• Build long-horizon support tasks with deterministic rubrics to evaluate agent performance.
• Develop scenarios for Tier 1 handling with known correct answers and macro selection.
• Manage exceptions and refunds using defined policies and escalation routing.
• Create Content ops tasks with accurate KB articles and step counts.
• Work independently and asynchronously to improve task quality and throughput.

Qualifications

Must-Have

• 2 years in customer support or CX ops in B2B SaaS, marketplace, or e-commerce.
• Expertise in Zendesk, Intercom, Freshdesk, Front, macro and automation design, or KB authoring.
• Proficient in reading and producing support artifacts like ticket responses and macros.
• Clear written communication skills to articulate reasoning and encode it into deterministic rubrics.

Compensation & Legal

• Hourly contractor
• Paid weekly via Stripe Connect

Application Process (Takes 20--30 mins to complete)

• Upload resume
• AI interview based on your resume
• Submit form

Resources & Support

• For details about the interview process and platform information, please check: https://talent.docs.mercor.com/welcome
• For any help or support, reach out to: [email protected]

*PS: Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.#hiringmercor